Question 1

Why is the quick restoration of a service considered a key factor in service management?

Options :

A : It enhances the complexity of service relationships.

B : It has a minimal impact on user and customer satisfaction.

C : It diminishes the credibility of the service provider.

D : It positively influences user and customer satisfaction, service provider credibility, and the value created in service relationships.

Answer: D

Question 2

For fast correction of faulty CIs and restoration of services, which means of automation is particularly effective, especially when services are provided in remote locations?

Options :

A : Remote administration tools

B : Workflow systems and backlog tools

C : User query and workflow management tools

D : Analytical and reporting systems

Answer: A

Question 3

What is emphasized during the service value stream walk (3a) in the context of incident management considerations, as explained in the "Incident management considerations in a service value stream analysis"?

Options :

A : Identify other practices involved in dealing with incidents at every step.

B : Exclude any consideration for third parties during incident diagnosis and resolution.

C : Solely focus on identifying incident management practices.

D : Ignore the need for information such as configuration data and asset data during the service value stream walk.

Answer: A

Question 4

What is the BEST approach to improving incident handling when incident resolution time has increased, and there are more transfers between technical teams?

Options :

A : Ensure only internal teams take part in incident resolution

B : Group technical specialists by product or service

C : Ensure only external teams take part in incident resolution

D : Design significant rewards for individual technical specialists

Answer: B

Question 5

What is considered an incident?

Options :

A : Inability to assign resources to all tasks in the backlog

B : Reduction in the quality of a service

C : Planned interruption to a service

D : End-users having to use self-help tools

Answer: B

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